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From shared-skills
Triages support tickets in PSA tools: determines priority via impact/urgency, detects duplicates, categorizes by hardware/software/network/security/email, routes to teams, drafts initial responses.
npx claudepluginhub wyre-technology/msp-claude-plugins --plugin shared-skillsHow this skill is triggered — by the user, by Claude, or both
Slash command
/shared-skills:ticket-triageThe summary Claude sees in its skill listing — used to decide when to auto-load this skill
Ticket triage is the critical first step in service delivery. Proper triage ensures tickets are correctly prioritized, categorized, and routed to the right team for efficient resolution. These practices apply across all PSA platforms.
Triage support tickets by categorizing issues, assigning P1-P4 priorities, checking duplicates, recommending team routing, and generating structured assessments.
Manages Autotask tickets for creation, updates, searches, queues, statuses, priorities, SLAs, escalations, validations, workflow automations, and metrics in service desk operations.
Manages SuperOps.ai tickets for creating, updating, searching, and service desk operations including statuses, priorities, assignments, notes, time entries, and MSP workflow automations via GraphQL API.
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Ticket triage is the critical first step in service delivery. Proper triage ensures tickets are correctly prioritized, categorized, and routed to the right team for efficient resolution. These practices apply across all PSA platforms.
Within 2-5 minutes of ticket receipt:
Before proceeding:
If duplicate found:
Use impact and urgency to determine priority:
| Low Urgency | Medium Urgency | High Urgency | |
|---|---|---|---|
| High Impact | Medium | High | Critical |
| Medium Impact | Low | Medium | High |
| Low Impact | Low | Low | Medium |
| Level | Description | Examples |
|---|---|---|
| High | Business operations severely affected | Server down, email outage, ransomware |
| Medium | Productivity impacted but workarounds exist | App slow, printer offline, VPN issues |
| Low | Minor inconvenience | Single user issue, how-to question |
| Level | Description | Examples |
|---|---|---|
| High | Immediate action required | Security breach, executive request |
| Medium | Same-day attention needed | User blocked, deadline approaching |
| Low | Can wait for normal queue | Scheduled changes, non-critical requests |
Assign issue type and sub-type:
| Category | Sub-Categories |
|---|---|
| Hardware | Workstation, Server, Printer, Network Device, Mobile |
| Software | Application, Operating System, Driver, Update/Patch |
| Network | Connectivity, VPN, Firewall, DNS, DHCP |
| Outlook, Exchange, M365, Spam/Phishing | |
| Security | Malware, Access Request, Breach, Policy Violation |
| Cloud | Azure, AWS, SaaS Applications |
| Account | Password Reset, Access Rights, New User, Termination |
Route to appropriate queue/team:
| Issue Type | Typical Route |
|---|---|
| Simple requests | Service Desk |
| Complex technical | Escalations / Tier 2 |
| Network/Infrastructure | Network Team |
| Security incidents | Security Team |
| On-site required | Dispatch Queue |
| Projects | Project Queue |
| Monitoring alerts | NOC |
Send acknowledgment within SLA window:
Good initial response includes:
Example:
Thank you for contacting support. We've received your ticket (#12345) regarding email connectivity issues.
A technician will be in touch within 2 hours per your service agreement.
In the meantime, please try restarting Outlook and let us know if that resolves the issue.
Criteria:
Response: Immediate acknowledgment, active work begins immediately
Examples:
Criteria:
Response: Within 1 hour
Examples:
Criteria:
Response: Within 4-8 hours
Examples:
Criteria:
Response: Within 24-48 hours
Examples:
Record in ticket notes:
Example triage note:
Triage Note:
- Impact: Single user, Outlook not loading
- Scope: User's workstation only, other apps working
- Priority: Medium - user can use webmail as workaround
- Category: Software > Application > Microsoft Outlook
- Route: Service Desk
- Initial check: Confirmed user credentials working, O365 service healthy
- Next: Remote session to troubleshoot Outlook profile
| Metric | Target | Purpose |
|---|---|---|
| Triage Time | < 5 min | Responsiveness |
| Misrouted % | < 5% | Quality |
| Re-prioritized % | < 10% | Accuracy |
| First Response SLA | > 95% | Customer satisfaction |
| Duplicate Rate | < 5% | Process efficiency |